Professional Documents
Culture Documents
We’re different
than most places
you’ve worked.
Go big or go home.
Yes, while this may be a bit drier than what you’re used to,
please try and pay attention. Our Executive and Human
Resources teams worked really hard to give you everything
you need to be successful here.
Internal and External Communications: If a local newspaper wants to interview you about
Communication on behalf of Alorica and any of its Alorica—sorry, but no. If TMZ hits you up for the latest
affiliates is restricted to Corporate Human Resources, Alorica buzz—uh uh, not allowed. If Oprah wants to have
you on her show to discuss all the awesomeness of the
the Company’s Executive Management, Corporate
company—well that would be sweet, but still, no.
Communications or VP of Marketing. This policy
Only the Company and the people assigned to speak for
applies to any kind of Company communications
Alorica are allowed to do so. And yeah, it’s a pretty
and announcements, including, but not limited to, important rule. Sorry, Oprah fans.
email, posts, tweets and verbal communications
made internally or externally. The Press and Other Media:
Only specifically authorized people (Corporate HR,
This means all communications of any kind made on
Company Executive Management, and the VP of
behalf of the Company with members of the media
Corporate Communications) can do interviews on
or any other external party (including interviews,
behalf of Alorica with the press. In other words, if you
answering any questions, providing quotes to be used
do not know whether or not you can speak to the
in printed form, giving access to our facilities to the
media on behalf of the Company, then you should
media, etc.) may only be done with the expressed
not—meaning that swanky new shirt will have to be
prior consent of Corporate HR, the Company’s
saved for another occasion. Every once in a while, a
Executive Management, or the VP of Corporate
member of the Local Management team may be given
Communications or VP of Marketing. This policy
authorization from Corporate HR, the Company
applies across the board to all Alorica employees,
Executive Management, or the VP of Corporate
including our agents and Site Directors.
Communications to communicate with the press on
Alorica’s behalf. Discussions about the identity of the
Company’s clients, their services, or other client
information may be in violation of confidentiality
obligations to the Company as an employee and may
be grounds for dismissal.
Internal use only—not for distribution. 20
EMPLOYMENT POLICIES
Employment Verification
All employment verification requests for current
or former Legacy Alorica employees are managed
by Thomas & Company via its website at
www.thomasandthorngren.com or via telephone
at (615) 620-0569. Paper requests can be emailed
to Verifications@tntnash.com or faxed to
(615) 242-5826. Requesters should provide the
present or former employee’s Social Security number
and the Company code ALO753.
So basically what we’re saying is, imagine your Voluntary Termination (if you quit your job):
headset is an adorable baby duckling, giant chocolate If you worked through the first two (2) weeks of
bar, winning lotto ticket, or whatever will help you employment, you are immediately eligible for rehire.
safeguard it and there should be no problem! If you quit and didn’t work through the first two
(2) weeks of employment, you may apply for
Expense Reimbursement consideration of employment after a six (6) month
Alorica will reimburse your authorized personal waiting period.
expenditures related to the conducting of the
Involuntary Terminations
Company’s business. Alorica will only reimburse
(if Alorica requested you leave your job):
actual expenses incurred; the Company does not
If you were involuntarily terminated because of
pay “per diem.”
reductions in work force/position eliminations, you
are immediately eligible for rehire. If you were
Rehire Eligibility involuntarily terminated for performance or
Eligibility for getting hired again is determined
behavioral issues, you are eligible to reapply with
based on how you left Alorica the last time. The
us three years from the last day of your previous
decision to rehire an employee is an individual
employment period. If you were involuntarily
decision based on a number of considerations,
terminated for fraud, theft, falsification of records or
including the circumstances surrounding your
other similar reasons, you are ineligible for rehire.
previous termination, your time and attendance
record, and your job performance. Below are the Look at the Separation of Employment section for
categories of separation and the respective more detailed information. Exceptions to this
eligibility provisions. policy must be approved by the Chief Operating
Officer (COO) and the Chief Human Resources
Officer (CHRO).
it’s because we want you to stay healthy and A supervisor or the Human Resources Department
refreshed. So this goes for your scheduled rest will communicate any exceptions to you. In the event
periods, too. To put it bluntly, you are not permitted that an exception is made, then the compensability
to perform work on the Company’s behalf during of scheduled rest and meal breaks, if any, shall
scheduled break and rest periods. So get moving! continue to be made as required by governing
We hope you enjoy your break time and work time in federal, state, and local law. Any unauthorized
equal measure. extension of an authorized break, or taking
excessive unauthorized breaks will be grounds for
Special rules apply to our California employees. disciplinary action.
These rules are posted in our California sites and
may also be obtained from Human Resources at Don’t clock in or out for other employees. In technical
those locations. terms this is “a big no-no.” If you report to work on
time but fail to properly clock-in prior to starting a
Except as otherwise noted in this policy, or shift, you should immediately notify your supervisor
approved by a supervisor or the Human Resources for time clock correction. Once you clock-out at the
end of a shift, you are not allowed to work.
Department, scheduled personal rest breaks should
last only for the designated length of time as set by Hourly employees are not permitted to work “off
your office’s scheduling protocol. the clock” under any circumstances. Performing “off
the clock” work will result in disciplinary action, up to
There may be times when a supervisor or the Human
and including termination of employment. If you’re an
Resources department will communicate exceptions
hourly employee and you are asked to perform
or changes to the rest and meal-break policy due to
“work off the clock” by a supervisor, then you should
business needs or changes in local, state, and federal
immediately report that request to the operations
law. Such modifications, temporary or otherwise, will
manager or to the Human Resources Department.
always adhere to state and federal guidelines.
If you don’t immediately report the request, it may be If, after you have reviewed your timesheet, you
treated as evidence that the request was not made identify that it requires a correction, immediately
and that no “off the clock” work was performed. notify your next level supervisor to make the
correction. Provide them with the date, time and
While working or on paid break, you must use reason for edit. You will receive an alert through EIS
designated auxiliary (AUX) codes to reflect worked (or your authorized time and attendance program)
time. The local operations management team will when your supervisor has completed the timesheet
provide you with the designated AUX codes. edit as confirmation it has been resolved. If your
supervisor is not available, you may notify the next
Following the Time Clock, Meal Break & Rest Period
level manager to make the correction.
Policy is necessary to make sure you are paid
correctly (including for time involving scheduled Manager Timesheet Responsibilities:
paid rest breaks and necessary restroom usage). You Managers also play an important role in ensuring the
should always carefully check your time sheets and accuracy of payroll for their employees and a large
must immediately inform your supervisor of any component is related to timesheets.
potential discrepancies in the time records. If you
don’t report it, it will be assumed you agree with what Managers should approve all PTO requests promptly.
is on your time sheet and it is correct. Managers should review for accuracy and complete
timesheet edits promptly when notified by employees.
Employee Approval of Timesheets Managers should ensure that all of their direct reports
The most important step that all employees can take have completed their acknowledgment of the
to ensure the accuracy of payroll is to review their accuracy of their hours by approving their timesheets.
time sheet on a weekly basis. After you clock-in on Follow up with employees as necessary.
your first workday of each week, you should review
Managers must complete approval of all timesheets
and approve all hours worked for the prior week.
by 6:00 pm EST on Payroll Monday.
Non-Exempt employees will be paid for all hours 24 hours a day through website at https://MyAline.
worked in accordance with all legal requirements. adp.com. Pay statements are posted the Thursday
An employee’s supervisor must approve overtime in before pay date. If you are newly hired and have not
advance. Because unauthorized overtime is against been paid yet, you will not be able to register with
Company policy, employees who work unauthorized ADP until the Thursday before your first pay date.
overtime are subject to corrective action, up to and To register:
including termination of employment. You may not 1. Go to https://MyAline.adp.com and enter
work overtime unless you are pre-authorized to do so. registration code Alorica2-ALR and click go
2. Begin registration by entering the requested
Pay Distribution information to verify your identity and follow the
You can select either Direct Deposit or Pay Card prompts to complete the registration. Enter your
to receive your pay. Please enroll in Direct Deposit email address to receive your activation code and
or update your bank information through Oracle registration confirmation. Note- retain your
Employee Self-Service or see a Human Resources or username and password, which you’ll need to log
Payroll representative to select a payment method. into the myAline website.
If allowed by law, Alorica reserves the right to deduct 1. Exempt employees will not be paid for any work
money you owe to the Company from your paycheck week in which they perform no work at all for the
after all appropriate taxes have been withheld and Company unless the absence is during
the minimum wage requirements have been met un- employment and covered by PTO.
der applicable federal and state laws. 2. Deductions from pay cannot be made as a result
of absences due to:
We make every effort to ensure our employees are • Jury duty.
paid correctly. As hard as we try, occasionally, • Attendance as a witness.
mistakes happen. When mistakes are called to our • Temporary military leave.
attention, we will promptly make any necessary • Absences caused by the employer.
correction. • Absences caused by the operating
requirements of the business.
Please review your paystubs promptly and contact
3. The Company does not deduct for partial day
Human Resources if you believe a mistake has
absences of exempt employees though it can
occurred or if you have any questions regarding any
require that an employee utilize PTO if appropriate.
deductions from your pay.
4. The Company will deduct for absences of one or
Exempt Employee Deductions more full days if the exempt employee has
exhausted all available PTO.
In accordance with the Fair Labor Standards Act
5. The Company will deduct for unpaid disciplinary
regulations, exempt employees who are paid on a
suspensions of one or more full days for egregious
salary basis may not have their pay reduced for
conduct violations that amount to gross
variations in the quantity or quality of work
misconduct (e.g., fraud, theft, sexual harassment,
performed. In addition, the Company adheres to the
discrimination against another employee,
following rules regarding exempt employees’ pay:
falsification) unless otherwise prohibited by law.
6. The Company will prorate salary for the first and Pay Transparency
last week of employment, when only part of the As a Federal contractor, Alorica will not discharge or
week is worked by the employee. in any other manner discriminate against employees
7. The Company will deduct for unpaid leave taken or applicants because they have inquired about,
in accordance with a legitimate absence under the discussed, or disclosed their own pay or the pay of
Family and Medical Leave Act. another employee or applicant. However, if you have
access to the compensation information of other
Payroll Garnishments employees or applicants as a part of your essential
Alorica complies with mandatory agency and court job functions, you cannot disclose the pay of other
Garnishment Orders to withhold wages, and charges employees or applicants to individuals who do not
administration fees as allowed by law. This may otherwise have access to compensation information,
include reporting lump sum incentives, which may unless the disclosure is (a) in response to a formal
delay, reduce, or dissolve incentive payment to the complaint or charge, (b) in furtherance of an
employee. Employees are encouraged to directly investigation, proceeding, hearing, or action,
contact those agencies issuing Garnishment Orders including an investigation conducted by Alorica,
with any questions or concerns. If an employee has or (c) consistent with your legal duty to furnish
a question regarding a garnishment or child support information. In other words, no gossiping, please.
order, please contact ADP Garnishment Hotline at
866-324-5191 for assistance.
engage.alorica.com/hr/benefits
engage.alorica.com/hr/forms
Workers’ Compensation
If you’re injured on the job, you may be eligible to
receive Workers’ Compensation insurance benefits.
Alorica pays for this insurance for the employees’
protection. The Workers’ Compensation insurance
plan may pay for all authorized medical expenses
resulting from industrial injury or occupational illness
to include income benefits for lost time from work.
need for the leave is foreseeable. If thirty (30) days’ You should let us know, upon request, of the reasons
notice is not practical, notice must be given as soon why the intermittent/reduced leave schedule is
as practical, but not to exceed fifteen (15) days after necessary and of the schedule for treatment, if
the need for FMLA arises. In the case of an applicable. We will jointly attempt to work out a
unforeseeable need for FMLA, if the fifteen (15) day schedule that meets your needs without disrupting
notice is not satisfied, it will be assumed that you Alorica’s operations, subject to the approval of your
have voluntarily terminated employment. So for health care provider.
everyone’s sake, please keep us in the loop!
FMLA and Family Military Leave—
FMLA and Family Military Leave— Medical Certification
Scheduling Planned Medical Treatment If you’re requesting leave due to your own serious
When planning medical treatment, you must consult health condition or to care for a family member with
with Alorica and make a reasonable effort to schedule a serious health condition, you must provide medical
the treatment at a time that will not unnecessarily certification from a health care provider within
disrupt operations, subject to the approval of the fifteen (15) calendar days of requesting leave. At
health care provider. Employees are ordinarily management’s discretion, we may ask for a second
expected to consult with employers before medical opinion. Failure to provide medical
scheduling a treatment in order to work out a certification within fifteen (15) calendar days of a
treatment schedule that best suits the needs of both leave request may result in a denial of your request.
the employer and the employee. If you are absent from work and fail to comply with
these requirements you will be considered absent
Intermittent leave or leave on a reduced leave without approval, and may be terminated for
schedule must be medically necessary due to a excessive absenteeism.
serious health condition or a serious injury or illness.
FMLA and Family Military Leave—Reinstatement FMLA and Family Military Leave—
At the end of the leave, you will be reinstated in the Other Sources of Information
original position or an equivalent position, as long Alorica has posted a notice approved by the
as you comply with all notice and certification Secretary of Labor explaining rights and
requirements. responsibilities under FMLA. This is posted in the
employee break room at each location. More
FMLA and Family Military Leave— information can be found on the Department of
Physician’s Release Labor website. Please contact Human Resources if
If you’ve taken leave due to your own serious medical you have any additional questions about the
condition, we certainly don’t want you returning to potential need for FMLA.
work until you’ve recuperated! So if you’re planning to
return to work following such leave, you must
provide certification from your health care provider
that you are able to resume work.
Personal Leave Alorica will comply with all applicable federal and
From time to time you may need time off work for an state laws regarding the length of leave. Two (2)
extended period. When this time off work cannot types of leave may not run back to back. Leave of
be covered through shift replacements, vacation, Absence under this policy cannot be extended by
personal days, a medical leave of absence or a leave holidays that fall during the period of leave.
covered under a state or federal regulation/
You must submit a completed Leave of Absence
guideline (e.g. FMLA, ADA), you may need to request
Request form to Human Resources as soon as you
a Personal Leave of Absence.
become aware of the need for leave. An individual
Personal Leaves of Absence are approved at the counseling session will be scheduled with you to
discretion of the Directors of Operations. Generally, discuss the request. You will be provided notification
unless otherwise required under the Americans with of leave status by Human Resources.
Disabilities Act, Directors of Operations may grant
When considering a Personal Leave of Absence,
a Personal Leave of Absence with the following
Directors will give consideration to the client needs
restrictions:
(for example, call volume), as well as the reason why
• Leaves are to be a minimum of two (2) weeks and you are requesting the leave.
a maximum of four (4) weeks.
• Leaves of over two (2) weeks must be coordinated The designated department will review all Personal
with Human Resources prior to the leave being Leaves of Absence Requests. Approval or denial will
approved. be based on production needs. Therefore, we cannot
• If available, Paid Time Off must be used in guarantee a Personal Leave of Absence.
conjunction with Personal Leave.
•C
hoose to terminate your position in good standing
and work with Human Resources to identify
available opportunities for which you are qualified.
•A
ccept a different position, if available, in which
case your salary will be based upon the job
accepted, and promotion qualifications will relate to
time-on-the-job requirements.
Business Ethics
Remember that stuff you learned in elementary school about being honest, using common sense, and always
treating people the way you want to be treated? That is still true today. And while we don’t mind if you don’t
want to share your fruit snacks, there are some things listed below which are really important for you to know.
Introduction: This section reaffirms the importance of high standards of business conduct. Adherence
to this Code of Business Ethics and Conduct by you, and all employees, is the only sure way we can
merit the confidence and support of the public and shareholders. In observance of this code, as in other
business conduct, there is no substitute for common sense. Each employee should apply this code with
common sense and the attitude of seeking full compliance with the letter and spirit of the rules
presented. It is incumbent upon you, as an employee of Alorica, to perform satisfactorily and to follow
Company policies and comply with rules as they are issued or modified from time to time. If you have
any doubts regarding a questionable situation that might arise, you should immediately consult you
supervisor or any manager.
devices include, but are not limited to: smartphones/ Collection Practices:
watches, tablets, MP3 players, DVD players, radios, The Company assists clients in aspects of accounts
cameras, or any device capable of storing data, receivable management, which may include
images, or sound, etc. Such devices are not allowed collections activity.
while in working areas, with the exception of
In compliance with state and federal regulations,
expressly designated members of management and
Alorica strictly prohibits improper collection activity.
Human Resources. These devices are only permitted
All employees engaged in collection activity are
in designated non-working areas during non-working
expected to use appropriate collection techniques
times, such as meal periods and breaks.
and activities and to know which activities and/or
behaviors are not permitted, based upon the
training provided.
Zero Tolerance for Fraud: • Dishonest acts aimed at taking unfair advantage
The Company has zero tolerance for fraudulent or of any Company or client program offered to
dishonest activities. The Company recognizes the consumers;
responsibility to identify and promptly investigate any • Improperly utilizing social media to secure an
possibility of fraudulent activities. Employees must improper or unfair benefit from the Company;
avoid fraud and work to maintain the highest business • Improperly profiting from any misrepresentation
ethics standards. to or regarding the Company or its clients,
suppliers, and vendors;
Fraudulent or related dishonest activities include, but • Abuse of access to client products, services, and
are not limited to: programs, including rewards programs;
• Falsification of expense reports or abuse of
• Theft of funds, securities, supplies, or any other
Company funds through expense reports;
Company or client systems, programs, or assets
• Authorizing or receiving payments for hours not
(including cash, furniture, fixtures, or equipment);
• Embezzlement; worked; and
• Authorizing or receiving payments for services
• Bribery/kick-backs;
not performed.
• False inflation of performance for financial gain;
• Information theft, e.g., client lists; Any act of fraud shall be dealt with seriously and will
• Illegal or fraudulent accounting or reporting of generally result in immediate termination and pos-
money transactions; sible criminal prosecution. The Company has zero
• Forgery or improper alteration of business tolerance for fraudulent or dishonest activities. Any
documents; suspicion of fraudulent activity must be reported as
• Acceptance or solicitation of any improper gift, described in below. Good faith whistleblowers will be
favor, or service that might reasonably tend to protected from retaliation.
influence the employee in the discharge of his or
her job duties;
Accurate Business and Financial Records: • Properly executing quality reports, time records,
To carry out the Company’s core value of integrity, expense reports, and all other submissions such as
employees are responsible for preparing and benefits claim forms;
maintaining all Company business records fairly, • Disclosing all material and relevant information to
completely, and accurately. Accurate record keeping those responsible for the preparation or review
and reporting reflects on the Company’s reputation of the Company’s accounting and financial records,
and credibility, and ensures that the Company meets including the Company’s finance staff, and internal
its legal and regulatory obligations. To ensure or independent auditors;
accurate records, the Company maintains a system • Recording and classifying transactions in the
of internal controls. Employees are prohibited from proper accounting period and in the appropriate
taking any actions to circumvent the Company’s account and department;
system of internal controls. Preparing, maintaining, • Accurately reflecting all material transactions of
and reporting accurate business and financial records the Company;
includes but is not limited to: • Ensuring there are no false or misleading
statements or entries contained in any business
• Properly disclosing, recording, and accounting for records;
all funds, assets, and liabilities; • Maintaining records in accordance with generally
• Ensuring that all financial records are supported accepted accounting principles;
by adequate documentation to provide a • Maintaining records in accordance with all
complete, accurate, and auditable record; applicable laws and regulations;
• Refraining from making any false or misleading • Maintaining and protecting Company confidential
entries in any books or records of the Company information such as financial data, overhead data,
for any reason; bid/proposal information, profit rates, client lists,
• Ensuring that all records are truthful, complete, and dealer/discount information; and
and accurate;
• Ensuring that all reports to regulatory authorities If you are ever unsure about a course of conduct or
are full, fair, accurate, timely, and understandable. business decision, ask yourself:
Operations Management: Operations Management except as necessary to perform your job duties.
will laminate useful non-sensitive information You must not, under any circumstances, reveal this
identified by the floor that can be used during the information outside the Company without prior
course of business. Management approval. Such information may be used
only to perform Alorica job duties.
This policy is the Company benchmark for the
physical security of production floor workstations. As a condition of your continued employment, all
Sites may establish more stringent guidelines. Alorica employees and our independent contractors
However, this policy and its contents remain in effect are required to sign and maintain knowledge of the
and must be followed at all times by all employees, Company’s most recent version of the Employee
contractors, subcontractors and vendors. Invention and Confidentiality Agreement (EICA).
This Agreement defines the obligations in greater
Confidentiality detail. Any questions about your responsibilities in
The protection of confidential information and trade this area should be directed to Human Resources.
secrets is really important—for both Alorica and your Any violations of the policy can result in corrective
future with us—so be sure you understand this policy action up to and including termination and
completely! In the course of work, you may have prosecution. The policy should not be interpreted or
access to confidential information regarding the applied so as to interfere with employee rights to self-
Company’s marketing strategies, financial organize, form, join, or assist labor organizations, to
information, pricing strategies, equipment, its bargain collectively through representatives of their
vendors, its affiliates, suppliers, clients as well as choosing, or to engage in other concerted activities,
personal information regarding other employees. or to refrain from engaging in such activities.
To protect this information, you may not disclose any
trade secrets or confidential information at work,
You are expected to dress in a manner that reflects Company-wide standards of dress are as follows:
good taste and business professionalism with • All clothing must be neat, clean, well-fitted and
consideration to position and frequency of client appropriate for a business establishment
contact. The purpose of business casual dress is to • Haircut and style should be clean and neat
give you a more comfortable clothing option while still • All employees are required to maintain the highest
maintaining a professional image. The clothes standards of hygiene and grooming
you wear directly reflects Alorica’s image to clients, • Professional attire may be required under certain
vendors and visitors. Please use common sense circumstances and in the case of client visits and
regarding what you wear here, and present a other business necessities
well-groomed appearance. You must dress in a
Unacceptable attire is as follows:
manner that is consistent with your responsibilities.
• Tank, cropped or half shirts
Attention should be paid to safety, Company image,
• Tight knit, spandex clothing or sheer clothing
and client interaction. Clothing is inappropriate if it
• Torn, frayed, or ill-fitting clothing
distracts or offends other employees, clients, visitors
• Shorts, skorts or skirts more than three (3)
or vendors. Any clothing or accessory that has
inches above the knee
words or images that may be offensive to other
• Backless, halter, or sun-type dresses
employees is unacceptable.
• Provocative or revealing clothing
• Fleece sweatpants or shorts
• Flip flops
• Obey all health and safety warning signs. General Safety Rules:
• Immediately report injuries to a supervisor. The IIPP provides preventative measures to be
• Use First Aid supplies when practical. taken and observed by all personnel to reduce the
risk of accidents occurring in the workplace. Please
Code of Safe Practices: familiarize yourself with these.
• Follow Company’s IIPP.
• Report all unsafe conditions immediately to Alorica is sincere in our desire to conduct all
a supervisor. operations in the safest possible manner. We are
• Clean worksite conditions must be maintained at committed to providing a safe work environment for
all times. all our employees. In turn, it is your responsibility to
• Report all accidents immediately. make a commitment to the Company to work as
• All electrical wiring shall be to Code and safely as possible. Compliance with the IIPP will
maintained in safe condition. assist us in achieving this objective. These rules are
• Use proper lifting techniques. a minimum guideline for working safely. Continued
• Only qualified personnel can perform awareness and cooperation in safety is a vital part of
maintenance services. everyone’s job. You are expected to apply these
• Follow all manufacturers’ guidelines for any generally accepted standards of safety.
equipment used.
1. Whenever involved in an accident or incident
• Work shall be well planned and supervised.
that results in an injury or property damage, no
matter how small, the accident must be reported
to a supervisor immediately.
2. Obey all of the Company’s rules, government
regulations, signs, markings, and instructions.
3. When lifting, use proper lifting technique: General Office Safety Rules:
Warm–up, check the load for weight, bend knees, 1. Know the job and follow instructions. Ask a
back straight, grasp load firmly, be square to what supervisor for assistance when needed.
is being lifted and never twist. Lift with the legs, 2. Use good ergonomic principles that apply to the
not the back. Ask for help with any item when its work area.
weight or shape is difficult for you to handle safely. 3. Know the emergency evacuation procedures.
4. Do not participate in horseplay. Horseplay and 4. If office equipment is malfunctioning, turn the
practical jokes frequently cause a serious injury equipment off and report the problem to a
and are not permitted. supervisor.
5. Do not distract or startle fellow workers while they 5. Worn wiring, overloading of outlets, and
are working. defective equipment should be fixed prior to use.
6. Avoid unnecessary noises, music, talking, or 6. Keep desk drawers and file cabinets closed to pre-
shouting that may take the attention of other vent tripping or striking.
employees away from their work and can be a 7. When using copy machines, printers, addressing
safety hazard to anyone. machines and/or paper cutters, use machines in a
7. No running. (With or without scissors). safe work manner to avoid hand injuries.
8. Clean floor spills and trip hazards at the facility 8. When lifting items, use proper lifting technique
or job site immediately. and do not lift items beyond your physical
capability (although feel free to grunt loudly
for effect, just for fun).
9. Clear pathway of any trip hazards prior to lifting
any material.
10. When going up or down any stairway or step, use
handrails to give support and balance.
As an employee of Alorica, you are expected to Standards of Conduct, regardless of whether or not
conduct yourself with integrity, which means but that standard is included on the following list, and
is not limited to: what corrective action is warranted when a standard
has been violated.
• Communicating in a courteous, respectful and
professional manner at all times whether in Some examples of unacceptable actions while you
person, in writing or on the telephone; are involved in Company business (whether on or
• Taking pride in the quality of work; off Company premises) which violate the Code
• Maintaining a professional appearance and include, but are not limited to, the following:
adhering to the business casual dress code;
• Discourtesy to customers, clients, co-workers
• Protecting and preserving Company and
or vendors;
client property;
• Inappropriate phone handling of customer calls
• Being honest and truthful with the client’s customers
including but not limited to integrity, rudeness,
regarding client products, services, and capabilities
tone of voice, not acknowledging calls or
about which they inquire, are advised, or purchase;
• Complying with safety procedures, requirements deliberately hanging up on a customer;
• Transporting personal customer information
and guidelines;
without approval;
• Adhering to schedule and attendance procedures;
• Unauthorized contact directly to clients or
• Refraining from abusive, harassing or profane
clients’ customers;
language in the workplace (for example, fighting
• Unauthorized or inappropriate chat sessions with
or name-calling is prohibited); and
clients or internal customers;
• Maintaining Company, client and customer
• Dishonesty in providing information to the
confidentiality.
Company or clients. This includes falsification
It is within the sole discretion of Alorica to determine of any Company documents, employment
whether you have violated any policy regarding the records (e.g. applications), time records, or
furnishing false information;
Internal use only—not for distribution. 87
GENERAL EMPLOYEE RESPONSIBILITIES
• Behaving in an unprofessional manner; Any conduct that compromises the values of the
• Refusal to perform a reasonable request of supervisor. Code may be the basis for investigation or corrective
• Refusal or failure to cooperate with any Company action if Alorica reasonably believes such conduct
investigation; may negatively affect or harm job performance or
• Unauthorized use or disclosure of Company or the well-being of others in the workplace. Alorica will
client proprietary or confidential information; investigate and/or refer to the appropriate authorities
• Personal use of Company equipment, time, any conduct by you that may harm the safety of other
materials, facilities, without express Company individuals or the Company’s reputation or property.
approval, whether the use is for your direct
benefit or not;
• Sleeping or appearing to be asleep on the job or
anytime during a scheduled work period;
• Working unauthorized overtime, or failure to
report overtime hours worked;
• Failure to correct inappropriate personal
appearance, grooming, or personal hygiene;
• Reporting to work under the influence of any
type of drug or alcohol;
• Conflict of interest such as working for another
company engaged in the same or similar business
to the Company; and
• Any criminal conduct, including gambling or
possession or distribution of illegal substances.
• Threats or acts of violence occurring off Company Company property when his/her actions affect
premises involving someone who is acting as a Company business interests, may lead to corrective
representative of Alorica. action up to and including termination, and/or legal
• Threats or acts of violence occurring off Company action, as appropriate. No provision of this policy shall
premises involving an employee of the company alter the at-will nature of the employment relationship
if the threats or acts affect Alorica’s legitimate at Alorica.
interests.
You and every person on Company property should
• Acts or threats resulting in the conviction of an
immediately report incidents of threats or acts of
employee or agent of Alorica, or of an individual
physical violence, which you know about. Reports
performing services for Alorica on a contract or
should be made to the individual’s supervisor, the
temporary basis, under any criminal code provision
Site Director and Human Resources. Prompt
relating to violence or threats of violence which
investigation and resolution of any violation will be
adversely affect Alorica’s legitimate interests
made with discretion and in the same manner as
and goals.
any other infraction of Company policy. Nothing in
Acts of workplace violence by any people involved this course of action alters any other obligation
in Alorica’s operations, including, but not limited to, established in Company policies or in state, federal,
Alorica personnel, contract and temporary or other applicable law.
workers, and anyone else on Company property
may lead to corrective action up to and including
termination, and/or legal action, as appropriate.
Violence, threats or acts of violence by an individual
acting as a representative of Alorica while off
Company property, or by an individual acting off
Regarding computer information, voicemail, email, You should not have any expectation of privacy in
or letters addressed to a Company address, you anything you create, store, send or receive on the
have no privacy rights to this information. Unless computer system. The computer system belongs to
otherwise prohibited by law, Alorica may open and Alorica and may be used only for business purposes.
view or listen to this information as it sees fit. It is the Alorica may access and review any material of the
responsibility of Alorica employees to see that these user at any time.
information systems are used in an efficient, ethical,
You expressly waive any right of privacy in anything
and lawful manner. The use of information systems
you create, store, send, or receive on the computer or
is a privilege extended by Alorica, which may be
through the Internet or any other computer network.
withdrawn at any time. Your use of the computer
systems may be suspended immediately upon the
discovery of a possible violation of these policies. Personal Cell Phones and Other Equipment
In an effort to protect sensitive information, the use
A violation of the provisions of this policy may result
of non-Company-issued cell phone equipment or any
in corrective action up to and including termination.
“Personal Electronic Device” (smartphones/watches,
Computer resources include, but are not limited to: tablets, MP3 players, DVD players, radios, any device
host computers, file servers, application servers, capable of storing data, images, or sound, etc.) in the
communication servers, mail servers, fax servers, production areas is prohibited. PEDS may not be used
web servers, workstations, standalone computers, or stored in any Alorica production area (such as: QA
laptops, software, data files, and all internal and booths, production floors, bathrooms, training rooms,
external computer and communications networks hallways, etc.). The use of PEDs will be permitted
that may be accessed directly or indirectly from our ONLY in the break rooms or outside of the
computer network. Company’s facilities.
Social Media
Look at you, so close to the end of this awesome
(albiet lengthy) handbook! Perhaps you’re looking
forward to finishing up so you can hop on social
media for some lighter viewing and posting. If so,
what a coincidence—we’re just getting to our
Social Media Policies section.
A special note about using Social Media at work. a. Legally responsible for your personal postings
Please remember that unless you are specifically b. Subject to liability if your posts are found
authorized to represent Alorica on social media and/ vulgar, obscene, threatening, intimidating,
or your job responsibilities specifically authorize you harassing, or a violation of Company policies
to do so, use of social media during your scheduled against discrimination, harassment, or hostility
work time and/or accessing social media sites using on account of age, race, religion or other
the Company network is prohibited. protected class.
2. Be accurate and honest. We realize that everyone
Yes, your accounts are your own, and yes, we deeply has complaints or criticisms from time to time and
respect that. But if you’re an Alorica employee, you that social media posts are frequently used as
do have a responsibility to protect, defend, and outlets to express these feelings. Alorica strongly
uphold the Alorica name—just like you do IRL— encourages employees to report complaints
especially if you talk about Alorica or identify yourself directly to us first so that we may have the
as an Alorica employee. opportunity to investigate and find solutions to
your concerns. Complaints may be made in person
When making any posting, including personal
with Human Resources or anonymously by calling
postings not referring to Alorica or its business,
(844) 410–0009. However, if you must post, keep
you must:
it respectful and honest. Never publish
1. Be authentic. Your personal posting reflects your
information which is known to be false about
personal point of view, not the point of view of
Alorica or any co-workers, clients, customers,
Alorica. Take personal responsibility for what you
colleagues or other individuals that work on behalf
publish online. Ultimately, your content is yours—
of or are associated with Alorica.
and that means you are:
3. Are you going to talk about Alorica? 6. Respect fair use and copyrights. Watch out for and
#iwork4alorica is a quick and easy way to disclose don’t share confidential (such as: competitive
your affiliation with us. If you’re specifically talking information, trade secrets, details of a client
about Alorica online, you use this hashtag—the engagement, etc.) or copyrighted (such as: music,
Federal Trade Commission says you have to—and photos, videos, text, logos, etc.) information.
if you’re on a long-form platform, you can use this Your postings may not include Alorica’s logos or
statement: “This post reflects my personal trademarks or those of Company clients, partners
thoughts and opinions which do not necessarily or suppliers.
reflect the views of Alorica.” 7. Be respectful. You should be fair, courteous and
4. Protect client confidentiality. Do not reference respectful to co-workers, clients, customers,
clients, use client logos, or discuss client programs colleagues and other individuals who work on
in any way. behalf of Alorica and demonstrate respect for their
5. Protect Alorica’s confidential and proprietary privacy. “Cyber bullying” will not be tolerated.
information. You may only disclose public Please avoid posting any statements, photographs,
information and must not disclose Alorica’s video or audio that may be viewed as
confidential information. If you are unsure if malicious, obscene, threatening, harassing or
information is public or private, please ask your abusive of co-workers, clients, customers,
manager. Disclosing competitive information colleagues or other individuals that work on behalf
or trade secrets is cause for termination of of or are associated with Alorica. Employees are
employment. required to refrain from engaging in offensive
postings that may create a hostile and abusive
work environment based on race, sex, religion or
any other protected class.
Retaliation Prohibited:
Alorica prohibits taking adverse action against any
employee for reporting a possible violation of this
policy or cooperating in any investigation with
respect to a complaint under this policy. Any
employee who retaliates against an individual for
engaging in activity protected by this policy shall
be subject to disciplinary action, up to and including
termination of employment.
Virus Detection
Files obtained from sources outside the company,
including disks brought from home, files downloaded
from the Internet, newsgroups, bulletin boards, or
other online services; files attached to email, and
files provided by clients or vendors, may contain
dangerous computer viruses that may damage the
company’s computer network.
I hereby acknowledge receipt of the Alorica employee handbook. I understand and agree that it is my responsibility to read and
comply with the policies in the handbook.
I understand that the handbook and all other written and oral materials provided to me are intended for informational purposes only.
Neither it, company practices, nor other communications create an employment contract or term. I understand that the policies and
benefits, both in the handbook and those communicated to me in any other fashion, are subject to interpretation, review, and change
by management at any time without notice.
I further agree that neither this document nor any other communication shall bind the company to employ me now or hereafter and
that my employment may be terminated by me or the company without reason at any time. I understand that no representative of
the company has any authority to enter into any agreement for employment for any specified period of time or to assure any other
personnel action or to assure any benefits or terms or conditions of employment, or make any agreement contrary to the foregoing.
I also understand and agree that this agreement may not be modified orally and that only the president of the company may make a
commitment for employment. I also understand that if such an agreement is made, it must be in writing and signed by the president
of the company.
_____________________________________
Employee’s Name in Print
_____________________________________
Signature of Employee
_______________________
Date Signed by Employee